Catherine Fitzgerald
Edinburgh,EDH
Summary
Pursuing master's degree in Social Research at Edinburgh, seeking part-time employment. Available for 3 days a week including weekend shifts and studying two days weekly. Committed to contributing effectively in a professional environment.
Focused Customer Service Representative skilled in customer relationship development and sales. Providing unsurpassed support to demanding customers with a passion for consistently improving numbers, enhancing knowledge and exceeding expectations.
Overview
7
7
years of professional experience
3
3
years of post-secondary education
Work history
Customer service representative
Franke
Manchester, Manchester
09.2024 - 07.2025
- Nurtured positive customer relationships to increase satisfaction and loyalty.
- Educated customers about company products, services and special offers.
- Maintained detailed knowledge of company offerings to recommend appropriate products to clients.
- Offered friendly, efficient customer service and handled challenging situations with ease.
Customer service representative
Fidelity Life
Wellington, Wellington, New Zealand
03.2024 - 05.2024
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Assisted customers with varying questions using product knowledge and service expertise.
- Maintained excellent client satisfaction by providing in-depth support.
- Interpreted customer needs through attentive, responsive service to provide suitable insurance guidance.
Customer Service Advisor
Everybody Health and Leisure
Holmes Chapel
09.2022 - 09.2023
- Product knowledge of goods we are selling, keeping up with the website
- Problem solving
- Upselling products
- Resolved customer issues using strong interpersonal skills
- Responsible for the free one day passes and increasing gym memberships
- Consistently exceeding targets that were set for sales targets.
Customer Service Advisor
Cotton Traders
Altrincham
05.2021 - 08.2022
- Customer-focused, continuously using conflict resolution skills in high-stress situations
- Experience with SAP software to process a variety of different actions including processing orders, exchanges, refunds, cancellations, and amendments
- Successful in resolving customers' concerns, using a friendly rapport and personable approach
- Serviced each customer with great phone manner whilst high call volume.
Customer Service Advisor
S & G Response
Wilmslow
11.2019 - 03.2021
- Answered customer telephone calls promptly to improve on-hold wait times
- Monitored customer calls and communications to ensure good quality standards
- Adeptly handed various escalations for insurance Covea as I was nominated Covea champion
- Answered 40+ inbound calls per day to address customer inquiries, resolve issues, and provide information on new products and services, and directed inbound calls to designated individuals or departments
- Completed customer requests received via phone, live chat, and email, offering prompt solutions to maintain customer satisfaction.
Housekeeping and Reception
Premier Inn
Knutsford
06.2019 - 09.2019
- Kept the reception area clean and neat to give visitors a positive impression of the company
- Greeted customers and visitors in person and via telephone calls
- Answered telephone inquiries from clients, vendors, and the public
- Kept cleaning materials and equipment in clean, tidy, and usable condition, ensuring effective stock-level management
- Provided a can-do attitude in all cleaning tasks for high productivity levels and positive team morale.
Housekeeping and Reception
Premier Inn
Knutsford
08.2018 - 09.2018
- Greeted and checked-in guests promptly and professionally.
- Conducted calls professionally and politely to maintain excellent service standards.
- Communicated reservation confirmations to guests via post and email.
- Dealt with high-volume calls and emails competently to meet service targets.
Education
Bachelor of Arts - English Literature
Nottingham Trent University
Nottingham 09.2016 - 09.2019
Skills
- Team player
- Customer service skills
- Adaptability
- Problem solving
- Customer relations
- Order processing
- Customer needs analysis
Timeline
Customer service representative
Franke
09.2024 - 07.2025
Customer service representative
Fidelity Life
03.2024 - 05.2024
Customer Service Advisor
Everybody Health and Leisure
09.2022 - 09.2023
Customer Service Advisor
Cotton Traders
05.2021 - 08.2022
Customer Service Advisor
S & G Response
11.2019 - 03.2021
Housekeeping and Reception
Premier Inn
06.2019 - 09.2019
Housekeeping and Reception
Premier Inn
08.2018 - 09.2018
Bachelor of Arts - English Literature
Nottingham Trent University
09.2016 - 09.2019
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